Without doubt the Reception Team are the most important people within the dental practice. They are the first point of contact when a patient either telephones or visits your practice. Depending on how they deal with the patient, he or she will decide whether to visit your practice or to go elsewhere. They are the shop window to your practice and you get once chance to make a good impression.

This is more important than ever before as patients are shopping around for their treatment and practices are becoming less reliant on the National Health Service. If a patient stays with you for 10 years and they join a membership plan they could then be worth £5000 to you. If they are interested in cosmetic treatment then your treatment plans could potentially run into five figures. That’s what each telephone call to your practice is potentially worth.

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Every year, Dental Practices spend thousands of pounds marketing and attracting leads to their practice. Each lead needs to be treated correctly to ensure that the patient enquiry turns into an appointment, and ultimately a client.

This programme is a mixture of presentation, facilitation, discussion and hands on coaching. Your receptionist will develop new behaviours and new skills so that your practice will stand out from the competition and ensure that enquiries turn into appointments. It does exactly what it says on the tin. We will coach your team members on how to take an enquiry and turn it into an appointment.

This course is specifically focussed on those members of the practice team who are involved in handling new and even existing patient telephone enquiries and emails.

Front of House Reception Programme

In this comprehensive one-day programme, your reception team will make progress in the following areas

  • Master Essential Telephone Skills: Learn techniques that are critical to achieving excellence in telephone communication.
  • Craft a Lasting First Impression: Develop strategies to distinguish yourself from competitors and leave a memorable impact.
  • Understand Financial Metrics: Gain insights into the importance of each call’s value to your practice.
  • Engage with Benefit-Oriented Language: Inspire patients by communicating the advantages effectively, encouraging immediate action.
  • Build Rapport and understanding patients’ problems Excel in forming connections and asking insightful questions to uncover patient interests.
  • Discuss Fees with Confidence: Approach financial discussions with assurance, proudly presenting your fees even if they exceed those of nearby practices.
  • Establish a Comprehensive Telephone Protocol: Familiarize yourself with the four step structure to a new
  • Cultivate a Positive Attitude and Confidence: Develop a mindset geared towards success and self-assurance.
  • Convert NHS enquiries to Private Patients: Learn techniques to turn NHS enquires into private appointments
  • Differentiate from Competitors: Stand out by adopting unique approaches that captivate potential clients.
  • Close and Convert Inquiries into Appointments: Master the art of turning enquiries into confirmed appointments..
  • Prioritize New Inquiries: Understand the importance of handling new enquiries away from the front desk.
  • Explore Successful Strategies: Discover the tactics employed by the most successful dental practices in the UK.

Your instructor for this programme is Lucie Simic. 

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